Bill Gilbert, vice president of marketing, and Brice Voithofer, vice president of ASC and anesthesia services, for AdvantEdge Healthcare Solutions, discuss how a few small changes to the language or script used by front desk staff can help an ASC collect what it is owed by patients.
Bill Gilbert: The front desk staff will frequently ask patients early in the registration process if they need to establish a payment plan to pay for their portion of the payment. But if the script is altered so the staff member asks, "Which credit card would you like to put your balance on?" before the payment plan is mentioned, there may not be a discussion about a payment plan. This is an example where the center gets its money faster and easier. It's a very small change in how the person asks the question, but if the current questions result in many patients resorting to a payment plan, this is an easy fix.
Brice Voithofer: When the ASC schedules the patient, let them know they have to bring a credit card, cash or check to cover their portion. When the patient arrives, one of the first questions should be, "How are you paying for your co-pay?" Don't ask, "Would you like to pay your co-pay today?" or "Did you bring your money?" Asking how they are going to pay really helps move the co-pay along.
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Read more practical guidance from the leadership team of AdvantEdge Healthcare Solutions:
- Critical ASC Mistake: Failure to Regularly Audit Dictated Surgeons' Reports
- Costly ASC Mistake: Poor Upfront Collections Process
- 5 Tips for Proper Documentation and Billing of Post-Op Pain Blocks